Self-service device inventory information control

ABSTRACT

Apparatus and methods for servicing a self-service device (“SSD”) such as an ATM. The SSD may include a customer service module that may perform part of a transaction or provide a service in support of the transaction. For example, the customer service module may be a currency acceptor, a printer, EPROM or any other device or circuit that is present in the SSD. The SSD may include a component map that may be stored in machine readable memory. An element of the map may correspond to the component. The SSD may include a central processing unit that may revise the map based on input from a service technician or machine-generated information. The map may be used to track the presence of the component in the SSD.

CROSS-REFERENCE TO RELATED APPLICATION

This application claims priority from U.S. Provisional PatentApplication No. 61/174,321, filed Apr. 30, 2009, entitled “End-To-EndSelf-Service Device Management,” which is incorporated by referenceherein in its entirety.

FIELD OF TECHNOLOGY

Aspects of the disclosure relate to providing apparatus and methods forimproving self-service devices such as Automatic Teller Machines(“ATMs”), cash recyclers, and self-service kiosks. The aspects of thedisclosure also relate to management of such self-service devices.

BACKGROUND OF THE INVENTION

Self-service devices (“SSDs”) such as ATMs include components thatsometimes require maintenance or replacement in the field. SSD failurediagnostic tools are often insufficient to pinpoint the root cause of afailure. Nonetheless, a field service technician is required to return adown SSD to service. One practical approach to returning such an SSD toservice is to replace parts until the SSD can be put back on line. As aresult, SSDs often include one or more parts that are (a) not originalequipment; and (b) not identified in SSD inventory or parts censusrecords. This may confound subsequent diagnoses and root-cause analysis,because the identity of components that may be involved in failure maybe unknown or erroneous.

It would be desirable, therefore, to provide apparatus and methods fortracking an SSD on-board hardware inventory.

SUMMARY OF THE INVENTION

Apparatus and methods for servicing a self-service device such as anAutomated Teller Machine (hereinafter, “ATM”) are provided. The SSD mayinclude a customer service module for performing part of a transactionthat is based on a customer account. The customer service module mayinclude a component. The SSD may include a component map. The map may bestored in machine readable memory. An element of the map may correspondto the component. The map may be used to track the presence of thecomponent in the SSD.

BRIEF DESCRIPTION OF THE DRAWINGS

The objects and advantages of the invention will be apparent uponconsideration of the following detailed description, taken inconjunction with the accompanying drawings, in which like referencecharacters refer to like parts throughout, and in which:

FIG. 1 shows apparatus that may be used in accordance with theprinciples of the invention;

FIG. 2 shows an apparatus for use according to the principles of theinvention;

FIG. 3 shows a schematic diagram of another apparatus for use accordingto the principles of the invention;

FIG. 4 shows a schematic diagram of hardware apparatus for use accordingto the principles of the invention;

FIG. 5 shows a schematic diagram of a network for use according to theprinciples of the invention;

FIG. 6 shows a schematic diagram of another apparatus for use accordingto the principles of the invention;

FIG. 7 shows elements of a process in accordance with the principles ofthe invention;

FIG. 8 shows elements of an illustrative hybrid device/process elementsin accordance with the principles of the invention;

FIG. 9 shows elements of another illustrative hybrid device/processelements in accordance with the principles of the invention;

FIG. 10 shows elements of still another illustrative hybriddevice/process elements in accordance with the principles of theinvention;

FIG. 11 shows elements of an additional illustrative hybriddevice/process elements in accordance with the principles of theinvention;

FIG. 12 shows elements of one more hybrid device/process elements inaccordance with the principles of the invention;

FIG. 13 shows illustrative information that may be used in accordancewith the principles of the invention; and

FIG. 14 shows an illustrative process in accordance with the principlesof the invention.

DETAILED DESCRIPTION OF THE INVENTION

Apparatus and methods for servicing a self-service device (“SSD”) areprovided. The SSD may be an ATM, a cash recycler, a self-service kioskor any other suitable SSD. The SSD will be illustrated herein as an SSD.The SSD may include a customer service module. The customer servicemodule may perform part of a transaction or provide a service in supportof the transaction. For example, the customer service module may be acurrency acceptor, a printer, EPROM or any other device or circuit thatis present in the SSD.

The transaction may be based on a customer account. The customer servicemodule may include a component. The SSD may include a component map. Themap may be stored in machine readable memory. An element of the map maycorrespond to the component. The map may correspond in whole or in partto a “bill of materials” for at least some of the components that areincluded in the SSD.

The SSD may include a central processing unit. The central processingunit may control the customer service module and revise the map.

The SSD may include a communication module. The communication module mayexchange transaction information with a financial institution server.The transaction information may be based on the transaction.

In some embodiments, the SSD may include a customer data exchangemodule. A customer may use the customer data exchange module to exchangethe transaction information with the financial institution server. Insome embodiments, the SSD may include a service data exchange module. Aservice technician may use the service data exchange module to exchangeservice information with the central processing unit.

In some embodiments, the service information may include partreplacement information. The central processing unit may be configuredto revise the map based on the replacement information.

In some embodiments, the component may be one of a plurality ofcomponents in the SSD. The map element may be one of a plurality ofelements in the map. Each map element may correspond to one of the SSDcomponents.

In some embodiments, the customer service module may include submodules.The plurality of map elements may be logically organized into groupsthat correspond to the submodules.

In some embodiments, the SSD may include a code reader. The code readermay be configured to read an identifier from a replacement part. Thereplacement part may correspond to the SSD component. The centralprocessing unit may be configured to revise the map to include thereplacement part. The code reader may be a bar code reader. The codereader may be an radiofrequency identification (“RFID”) reader.

In some embodiments, the central processing unit may be configured totransmit map information to a remote field service management deviceafter the map is revised.

An SSD for use with apparatus and methods according to the invention maybe made up of one or more of the following devices or other suitabledevices: a CPU (which may control user interface mechanisms, transactiondevices, and communication with a central server), a magnetic cardreader (to identify the card being used), a PIN pad, a cryptoprocessor,a display, function keys (usually in close proximity to the display)and/or a touchscreen, a printer (to provide a transaction record to acustomer), a vault (to store portions of the machinery requiringrestricted access), and a housing. In certain SSDs, a smart card reader(that reads a chip instead of a magnetic strip) and bill validationtechnology may also be implemented.

Many SSDs have migrated from a custom hardware architecture to ahardware architecture that is similar to a personal computer.Accordingly, many SSDs are able to use operating systems such as thoseavailable under the trademarks WINDOWS (from the MicroSoft Corporation,Redmond, Wash.) or LINUX (from sources such as Linux Online, Inc.,Ogdensburg, N.Y.).

A further feature of an SSD for use with systems and methods accordingto the invention may include printing each transaction to a roll paperjournal that is stored inside the SSD. The roll paper journal allowsboth the users of the SSDs and the financial institution associated withthe SSD to settle disputes based on the records in the journal. In somecases, transactions are posted to an electronic journal. An electronicjournal (referred to herein in the alternative, as an “electronic log”)may remove the cost of supplying paper to the SSD and allow forelectronic searching of data.

Table 1 lists illustrative types of management functions that may beperformed in connection with the apparatus and methods according to theinvention along with an illustrative description of each function. Insome embodiments, the apparatus and methods may perform one or more ofthe management functions and/or other suitable functions.

TABLE 1 Illustrative types of management functions. Management FunctionIllustrative Description Proactive Maintenance Take preventive action ona potential device failure. Remote Assist Provide to a technician fault-specific information prior to a site visit. Remote Diagnostics Remotelyperform root cause analysis. Remote Fix Resolve problems without onsitepresence. Reporting Report historical information and see a defined setof data elements. Hardware/Software Access and view version FirmwareVisibility information regarding SSD components, information regardingdevice capabilities. Configuration Set up defined configurationManagement profiles and issue an alert when a device is outside ofcontrol parameters. Portal Present information from diverse sources in aunified way. Individual users may set up customized views based on theirindividual needs. Dashboards Present, preferably in real time,information from diverse sources in a unified way.

The apparatus and methods may be scalable, for example, to cover all ora portion of the fleet of SSDs that run on a platform such as thatavailable under the trademark APTRA platform, which is available fromthe NCR Corporation, Dayton, Ohio.

Illustrative features of proactive maintenance, remote assistance,remote diagnostics, remote fix, reporting and views, root cause analysisand networking, security and redundancy, and other features aredescribed below.

Proactive Maintenance

Apparatus and methods of the invention may provide a mechanism formonitoring SSDs to predict a failure before the failure occurs. Such amechanism may predict failure at least by providing entries in logfiles.

Over time, the performance of each component within an SSD may degrade.As the performance degrades, warning messages may be written to logfiles within the device. Certain thresholds and/or patterns of thesewarning messages indicate that a failure is going to occur in the nearfuture.

Performance is also measured through success rates of each device andfailure prediction can take place once the performance gets below acertain threshold.

In some embodiments, the failure prediction can take place either at theSSD or at the central monitoring server. A combination of the SSD or thecentral monitoring server may be used in apparatus and methods accordingto the invention. In such apparatus and methods, a software and/orhardware agent residing on each SSD can review the data from the devicefor patterns and can predict failures. The central monitoring systemalso looks for patterns and may predict a failure. The following areillustrative examples of features that may be present in someembodiments: SSD Agent Prediction—makes decisions at the terminalwithout using network bandwidth and uses the processing power of thelocal device to evaluate log file patterns. Central Monitoring ServerPrediction—provides a mechanism for rules to be centrally managed.Changes to rules do not have to be downloaded to each SSD.

The apparatus and methods may provide the ability to gather allinventory components of an SSD including hardware, software, drivers andfirmware. In some embodiments, a software manifest (or “thumbprint”) maybe retrieved. The thumbprint may be a numerical value corresponding tothe software present on one or more devices in the SSD.

This inventory can be performed through a combination of WindowsManagement Interface (the infrastructure for management data andoperations on Windows-based operating systems) and vendor specificinformation.

The apparatus and methods may gather information from SSDs via anelectronic communication network by polling Windows XP™ SSD objects andperipherals. The polling may be automatic or manual, as appropriate. Thepolling may identify faults in the objects and/or peripherals. For thepurposes of this application, a device object may be understood torepresent a logical, virtual, or physical device for which a driverhandles I/O (input/output) requests. Also, for the purposes of thisapplication, a device object structure may be understood to represent asoftware structure that can be used by an operating system to representa device object.

The apparatus and methods may gather information, remotely execute SSDprocesses and dispatch service instructions using any suitablecommunication protocol, such as Gasper Exchange (“Gasper”), manufacturedby Gasper, located in Dayton, Ohio. The service instructions may bedirected to self-healing processes on board SSDs. The serviceinstruction may be directed to a human service provider. Someembodiments may include a real time (or near real time) information feedto monitor SSDs.

The apparatus and methods may perform analysis on information gatheredfrom the SSDs. For example, the information may include faultinformation, cash inventory and dispensing information, networkinformation and transaction information. The information may be used toidentify behaviors, which may include trends.

The apparatus and methods may be used to establish SSD performancecontrol data, control limits, operational index thresholds and the like.The apparatus and methods may identify and act on exceptions andvariations in the control data, limits and thresholds. In someembodiments, one or more limits and/or thresholds may be automaticallyset.

Control data may be selected such that an excursion of control databeyond control limits may be caused by an SSD fault condition or aspeculative or impending fault condition. In some embodiments, controldata schema, control limits, thresholds and the like may becontinuously, periodically, occasionally, or ad hoc updated at least inpart in response to new data generated by the SSD. Some embodiments mayinclude an electronic platform for the capture of technician feedback.The feedback may provide knowledge that can be used to update controldata schema, control limits and/or thresholds.

The apparatus and methods may use historical SSD failure sequences as abasis for predicting when failure is imminent. For example, theapparatus and methods may determine when an SSD took 30 seconds todispense 100 dollars worth of bills to a customer. Following such adetermination, a machine learning algorithm can log such degradedperformance prior to an actual operational failure. When a thresholdnumber of such degraded performance events occurs, a message can begenerated that informs of a potential fault situation.

The apparatus and methods may include a software and/or hardware agentthat resides on the SSD that monitors the status, availability andhealth of the individual device as part of or independent from a faultnotification system. Such monitoring may monitor hardware, softwareand/or firmware—i.e., some elements include software and/or hardware.The agent may detect and report anomalous scenarios at the machine thatdo not cause an operational failure. Such scenarios may include where anSSD will not dispense a $5 bill. Accordingly, such scenarios mayautomatically generate a notification.

Another example relates to magnetic ink character recognition (“MICR”).In a scenario where a MICR-head for reading MICR ink on checks hasdegraded, or needs to be cleaned, repeated faults related to readingchecks may occur. Such faults may precede an operational failure.Nevertheless, when such faults reach a predetermined number, the agentmay report the occurrence of such pre-failure faults to the centralsystem which may create a ticket that requests maintenance. Thisinformation may then be provided to the technician as part of thedispatch. Such a scenario may be referred to as a “Remote Assist”scenario.

Another example relates to a jammed cash acceptor. In a scenario inwhich a note was jammed in the cash acceptor, an alert may be sent to acentral server. The alert may initiate remote maintenance. Such remotemaintenance may avoid the occurrence of an operational failure thatcloses the machine for some amount of time and that requires more costlyand time-consuming on-site maintenance by a technician.

In some embodiments, the apparatus and methods may identify “failurebreakpoint” and create failure tickets that are specific to a failureroot cause. For example, if a network is down and impacting 3000 SSDs,the network outage may be identified and a fault ticket created. In someembodiments, the fault ticket may be a single fault ticket—thus avoidingredundant fault ticket creation by the other 2,999 SSDs.

In the foregoing example, the apparatus and methods may utilize dataelements that exist on each SSD that specify the router associated withthe SSD. Based on such data, additional logic may be implemented thatmay allow a system to screen for mass outages. Such screening for massoutages can be used to instruct a central system either to disregardfault tickets generated by SSDs associated with the downed router,and/or instruct the SSDs associated with the downed router not togenerate individual fault tickets. Alternatively, such screening formass outages can be used to instruct a central system either todisregard fault tickets generated by a server associated with the downedrouter (or associated with SSDs associated with the downed router),and/or instruct the server not to generate selected fault ticketscorresponding to the downed SSDs. Accordingly, such a system may limitthe number of fault tickets generated by the SSDs.

Apparatus and methods according to the invention may be able to provideinformation for each SSD for the time and type of the last knownsuccessful transaction. Such information may be provided usingagent-based technology that performs log parsing for filtering anelectronic log stored by the SSD. Successful transactions are typicallymarked on certain electronic SSD logs. Component identificationinformation for SSD components, whether compatible with norms of theEuropean Committee for Standardization (“CEN”) or not, may be providedto a component supplier, such as a technician, when the supplier isdispatched.

In certain embodiments of the invention, the dispatch ticket is notclosed unless all components are healthy. If the status of the devicechanges, an update may be sent to the vendor—i.e., when a dispatch eventis created, preferably information regarding each component's health issent to the vendor. Such an embodiment preferably reduces additionaltickets for different faults because it sends a compilation of allfaults that have been reported by the agent following the last dispatchevent. Accordingly, all new faults may be included in a single dispatchticket.

In some embodiments, the apparatus and methods may provide informationabout when the technician dispatch to provide service occurred—i.e., atime stamp of technician dispatch. The information may be compatiblewith one or more known service providers, such as NCR, Diebold, andWincor.

The apparatus and methods may provide the capability to query faultticket history for each SSD. The fault history may include some or allof the data for each ticket. In some embodiments, the data may bemaintained as historical data for 13 months or more. The historical datamay be provided in a browser compatible format and may havereadily-accessible links.

In some embodiments, the apparatus and methods may provide achronological list of faults for a minimum of 7 days.

In some embodiments, the apparatus and methods may provide a platform togather current and historical forensics on a particular error code orfault scenario. Such a platform may be implemented using log parsing,time series analysis, statistical correlation and any other suitablemethods.

In some embodiments, the apparatus and methods may provide a capabilityfor the monitoring system to interface with the software distributionsystem. Such technology may include agent-based technology that providessoftware configuration control management capabilities to automaticallyinterface with the software distribution system.

In some embodiments, the apparatus and methods may provide near realtime data on utilization of PC system resources. While SSDs maycurrently provide device hardware failure information, nevertheless,SSDs according to the invention may include reporting capabilitiesextending to PC system resources such as hard drive errors, memoryerrors, or sub-optimal processor performance.

In some embodiments, the apparatus and methods may monitor and evaluatedegraded SSDs at the component level. Such components may includecomponents that are required for the successful operation of the SSD.Such monitoring may include reviewing degradation of a cardsreceived/cards rejected ratio or a review of the transaction successrate of the component.

In some embodiments, the apparatus and methods may automatically rundefined PC-maintenance operations, such as, for example, a scheduledweekly defragmentation run or other suitably scheduled tools.

Remote Assistance

The apparatus and methods may provide fault event background informationto a technician that is dispatched to service an SSD. The backgroundinformation may provide the technician with information that thetechnician may need for repairing the terminal prior to the technician'stravel to the terminal site. This information can be forwardedpreferably automatically by the SSD and can be appended with informationgathered by a remote user. Such information may have been gathered inresponse to remote troubleshooting. The information may be support adetermination as to the root cause of a failure, fault or fault event.The information may help establish—perhaps before the technician arrivesat the terminal—an association between the root cause and an inventorypart.

To ensure the right part is acquired by the technician prior to goingonsite, it may be helpful for the technician to know the model andrevision of the relevant part or parts in the SSD. Apparatus and methodsaccording to the invention may be configured to report some or allinventory components of the SSD including revision number and firmwareversion identification.

Remote assistance may increase availability of SSDs to customers. Moreparticularly, these embodiments may reduce travel time associated withobtaining parts. Quantitatively, this troubleshooting may reduce, insome instances, the SSD downtime by the amount of time it would take thetechnician to leave the site and return with the required replacementpart.

Specifically, apparatus and methods according to the invention mayappend fault data with information gained through remotetroubleshooting. Furthermore, providing the onsite technician withadditional information prior to traveling to the site preventsadditional downtime caused by the technician needing to leave the siteto obtain parts after onsite troubleshooting. Onsite troubleshootingtime may also be reduced by remote troubleshooting independent ofwhether additional parts are needed or not.

In some embodiments, a reporting module may provide a plain-languagedescription of the fault. The host (preferably obtained from the SSDuser interface that technicians use to troubleshoot SSDs) may interpretfault codes. (Ex: fault code “ABCDEFG” may be translated as “Card readeris out of service” and transmitted with both the fault code and thetranslation.)

The apparatus and methods may involve an electronic platform for anassociate to share knowledge with a technician via vendor dispatchsystems. The knowledge may be knowledge that the remote associateacquired during remote monitoring, diagnosis and remediation. Theknowledge may be knowledge that the technician acquired from the SSD.The knowledge may be knowledge that the remote associate, technician orother individual or entity gathered from a problem solution database.

The knowledge may include relevant fault information, such as a partnumber of a failed part. The knowledge may transmit inter alia,historical information—e.g., status logs which may include errorinformation and any dispatched calls to the machine—to the remoteassociate. One such log for transmission to the remote associate mayinclude a BNA binary log which contains the performance information ofthe BNA. The BNA may allow an associate to determine a root cause of afault. Such a root cause may include a determination that a bill wasstuck in the reject tray. Another root cause of a fault may include thatthe bills are stuck in the input area.

The apparatus and methods may identify what transactions of the SSD arestill operational given a device fault notification. This informationmay be derived at the SSD from a “non-available function” of the device.Such a function is present in some SSDs. It may be implemented using agrayed-out button, which indicates non-availability of the function.This information can be transmitted for sharing between the associateand the technician.

Another aspect of the present invention relates to the ability tocompile some or all of the information known about a fault into a singlereport or group of associated reports. The report may be a fault ticket,an email message, a data object, a mark-up language file or any othersuitable report. The report may be sent to the technician that will begoing on site to repair the terminal. The report may include fault datafrom the SSD, data gathered from remote troubleshooting, inventory dataand historical SSD data from log files which reside either at the SSD orthe central server.

Remote Diagnostics

The apparatus and methods may involve an electronic platform that allowsa remote entity on the entity-side firewall to be able to take controlof an SSD remotely from a software and diagnostic perspective.

Remote control may be supported by real time (or near real time) views.The platform may export SSD log files from SSD systems (inclusive ofWindows and non-Windows log files—e.g., application log files, securitylog files, electronic journal files (like the paper role associated witha cash register), trace log (which includes all communications betweenSSD and host) or any other suitable log files).

Apparatus and methods for use with this present system may providespecific software, firmware and hardware inventory of each SSD. Suchinventory may include drivers.

The platform may capture and record all software, hardware and firmwarechanges to the SSD. Such software, hardware and firmware may beproprietary and associated with various different entities.

The platform may capture and display the current and historic software,hardware and firmware inventory of one or more SSDs. In someembodiments, an inventory reporting field may be overwritten. In someembodiments, the inventory information may be maintained in order totrack the SSD inventory over a period of time.

The platform may provide a report that shows a history of the softwarerelease number, including patch number, of one or more SSDs. In thisembodiment, the software release number may be logged into a fieldwithin the SSD, and available for transmission to a remote associate.

The platform may support the execution of vendor-supplied diagnostics.Conventionally, these diagnostics are only available on-site. Suchimplementation may include remotely executing individual diagnostictools relating to an individual component without requiring a fulldiagnosis.

In some embodiments, the platform may provide remote control such that aremote associate may execute the same software diagnosis steps that atechnician would take at the device.

The platform may determine whether Voice Guidance (for seeing-impairedcustomers) is fully functional on Windows™-based machines. Such VoiceGuidance typically provides a jack for using headphones to provide audiosignals. A smart-jack that provides a signal when headphones have beeninserted into the jack may be used at the SSD. The signal or a proxythereof may be transmitted to the platform.

The platform may communicate with a knowledge base that stores solutionsfor dealing with a particular fault, such as one that may have beenreported in connection with a service call.

Some embodiments may include a “one button” snap shot (preferablyassociated with the SSD identification number) which providesinformation for a checklist of faults associated with the machine.

Remote Fix

Certain aspects of the invention relate to self-healing of SSDs. In someembodiments, the self-healing may occur regardless of what caused thefailure (software, hardware or firmware.) In certain embodiments of theinvention, when a fault occurs, some recovery routine(s) automaticallyrecover the operational state of the SSD. In some embodiments, therecovery may occur regardless of whether the fault was caused byhardware, software or firmware.

An SSD according to the invention and/or a server according to theinvention may store self-healing subroutines that are directed tospecific fault data. Accordingly, certain aspects of the inventionrelate to selecting appropriate self-healing subroutines in response tothe detection of a predetermined fault and/or fault profile.

Certain embodiments of the invention relating to self-healing focus onimproving the availability of SSDs to customers. Self-recovery fromfaults can reduce the downtime of an SSD by an average of 3 hours whencompared to sending a technician onsite to repair the problem. Nothaving to send a technician on site may reduce the cost associated withmaintaining a network of SSDs.

Apparatus and methods according to the invention may provide a mechanismfor an SSD to heal itself without any human intervention byautomatically executing recovery routine(s) when a fault occurs. Therecovery routines may be initiated locally on the SSD through a softwareagent running on the device or remotely from a central server thatcommunicates to the software agent running on the SSD. The result of anautomated recovery action can be communicated to the central monitoringsystem. Automated recovery features may treat failures in hardware.Automated recovery features may treat failures in software. Automatedrecovery features may treat failures in firmware.

Some examples of self healing process steps according to the inventionfollow:

Software: If an event indicates that a required process has stopped,then the SSD may restart the process.

Hardware: If an event indicates a hardware failure on the dispenser orother peripheral, the SSD may automatically reinitialize the dispenseror other peripheral and perform a device self test to determine if thefailure can be automatically recovered.

The apparatus and methods may initiate a self-healing process in an SSDfor which a fault is identified. The self-healing process may beinitiated locally at the SSD. The self-healing process may be initiatedremotely. The self-healing process may include pre-defined, on-line,off-line, and/or automatically-generated steps.

Prior to a self-heal, the apparatus and methods may minimizeinterference with a customer transaction by delaying self-healing untilthe customer transaction is completed. In some embodiments, remotemanagement functions and customer transactions may be independent suchthat the remote management functions do not interfere with customertransactions.

After a self-healing process is run, the success or failure of theprocess may be recorded. In some embodiments, the success or failure maybe monitored using captured data.

In some embodiments, an SSD screen shot may be captured for viewing inconnection with remote operations. The screen shot may show what iscurrently displayed on a service display or a customer display. Currentand historic hardware, software, and firmware inventories of the SSD maybe captured and displayed at the device or remotely.

The apparatus and methods may provide that software packages (individualfile and package releases) for remote self-services fixes be housed onan internal database that is accessible for a remote fix. Thus, a copyof every file that is used on an SSD may be housed remotely from thedevice so that copies can be accessed in order to troubleshoot the filesresident on the device.

The apparatus and methods may involve remote execution of xfs(Extensions for Financial Services) commands, snmp (simple networkmanagement protocol) commands, service restarts and any other processrequiring restart. The apparatus and methods may involve remote shutdown and initialization of SSD components.

Machine intelligence at the SSD may be utilized to help the SSD recoverfollowing a loss of communication. Such intelligence may also beutilized to reduce traffic on communication lines because nocommunication may be needed with the remote server.

In some embodiments, the apparatus and methods may return an SSD to alast known good configuration at the component level. For example theSSD may be restored to a previous, working version of firmware followinga rollback of a later-in-time defective firmware version. This approachmay apply to any driver, or executable file or any suitable version thatneeded to be rolled back—i.e., withdrawn from the SSD.

In some embodiments, the apparatus and methods may involve monitoringand/or tracking user actions associated with remote access. Themonitoring and/or tracking may involve associating a date and time stampwith a remote action. This may provide traceability, from a securityperspective.

In some embodiments, an SSD may be placed in an out-of-service mode. Theout-of-service mode may include a supervisory mode. In the supervisorymode, the out-of-service device may display showing options fordiagnosis and repair. A Gasper notification may be made when this actionis performed.

Table 2 includes illustrative examples of SSD components and processesthat may be self-healed.

TABLE 2 Illustrative examples of SSD components and processes that maybe self-healed. Components Processes Card reader Passport Agent PrinterTouchscreen Service Dispenser Tivoli Service Check acceptor SNMP ServiceBill acceptor SNMP Trap Service Print Spooler WLA-Workstation UpdateDomain Time Client IPSEC Service

Reporting and Views

Increased hardware, software, and firmware visibility may also beobtained using such apparatus and methods according to the invention.For example, a system according to the invention may gather hardwareinventories from SSDs and associated hardware configuration parameters.Apparatus and methods according to the invention may also gathersoftware inventories, associated software configuration parameters,firmware inventories from and associated firmware configurationparameters. Such apparatus and methods according to the invention mayalso gather driver versions from SSDs and associated configurationparameters—e.g., printer drivers, screen drivers, touchscreen drivers,etc.

Such configuration parameters, whether associated with hardware,software, or firmware, may be self-generated based on input or outputdata. Alternatively, such configuration parameters may be manuallyconfigured. In some embodiments, apparatus and methods according to theinvention can remotely identify software manifests—i.e., a numericalidentification associated with the existent software on a given SSD.

Apparatus and methods according to the invention may monitor the healthof Base24—a software application available from ACI Worldwide Corp.,Omaha, Nebr. under the trademark BASE24—that runs on the server that istypically used for SSD connectivity—or any other application that runson a server that communicates with the SSDs.

Root Cause Analysis and Networking

Many SSDs are networked with other SSDs. A group of networked SSDs maybe served by one or more servers. Apparatus and methods according to theinvention may identify the root cause and location for a networkcommunication breakpoint.

In order to advance such identifications and/or related investigations,certain queries may be automatically transmitted to the server or theSSD. Such queries may include the machine-language equivalent of “do youhave communication with the SSD? If not, can you communicate with therouter that the SSD is routed through?”

An automated and preferably hierarchical process for determining theextent of the breakdown may also be implemented—e.g., firstcommunication-related queries may be requested, then powersupply-related queries may be requested, then processor-related queriesmay be requested, etc. In addition, apparatus and methods according tothe invention may recall the data memory—e.g., (RAM)—dump that occurswhen the SSD locks-up or otherwise terminates operations as a result ofa fault.

Apparatus and methods according to the invention may provide informationon the total number of SSDs in a network and the status of thosedevices. Such status reports may include status characterizations suchas, for example “Unavailable”, “Supervisor Mode” (out of service tocustomer for replenishing supplies, adding cash etc.), “Up”(communication is established with device), and “Open” (in service),etc. The apparatus and methods may work together with existing networksecurity systems as well be adapted to use entity-supported developmentlanguage (including source code) with a graphical user interface (“GUI”)including a language option.

A network according to the invention may also automatically importand/or register SSDs. This may be characterized as a self-registrationprocess.

Security and Redundancy

In some embodiments, data transmission in connection with the apparatusand methods may conform to predetermined information securityrequirements, for example, those associated with protection ofcustomer's privacy. When implemented by an entity, the apparatus andmethods may be deployed substantially within the entity-side firewallnetwork. In some embodiments, interfaces outside of the entity-sidefirewall may be required. Some embodiments may comply with enterprisesecurity controls and audit standards.

Security controls may be in place to ensure that unauthorized changes tosoftware, firmware and configuration are prevented. All information ispreferably PCI-compliant (Payment Card Industry Data Security Standard),which specifies how customer data should be protected. Some embodimentsmay include a backup or disaster recovery processor.

Illustrative embodiments of apparatus and methods in accordance with theprinciples of the invention will now be described with reference to theaccompanying drawings, which form a part hereof. It is to be understoodthat other embodiments may be utilized and structural, functional andprocedural modifications may be made without departing from the scopeand spirit of the present invention.

As will be appreciated by one of skill in the art, the inventiondescribed herein may be embodied in whole or in part as a method, a dataprocessing system, or a computer program product. Accordingly, theinvention may take the form of an entirely hardware embodiment, anentirely software embodiment or an embodiment combining software,hardware and any other suitable approach or apparatus.

Furthermore, such aspects may take the form of a computer programproduct stored by one or more computer-readable storage media havingcomputer-readable program code, or instructions, embodied in or on thestorage media. Any suitable computer readable storage media may beutilized, including hard disks, CD-ROMs, optical storage devices,magnetic storage devices, and/or any combination thereof. In addition,various signals representing data or events as described herein may betransferred between a source and a destination in the form ofelectromagnetic waves traveling through signal-conducting media such asmetal wires, optical fibers, and/or wireless transmission media (e.g.,air and/or space).

FIG. 1 is a block diagram that illustrates a generic computing device101 (alternatively referred to herein as a “server”) that may be usedaccording to an illustrative embodiment of the invention. The computerserver 101 may have a processor 103 for controlling overall operation ofthe server and its associated components, including RAM 105, ROM 107,input/output module 109, and memory 125.

Input/output (“I/O”) module 109 may include a microphone, keypad, touchscreen, and/or stylus through which a user of device 101 may provideinput, and may also include one or more of a speaker for providing audiooutput and a video display device for providing textual, audiovisualand/or graphical output. Software may be stored within memory 125 and/orstorage to provide instructions to processor 103 for enabling server 101to perform various functions. For example, memory 125 may store softwareused by server 101, such as an operating system 117, applicationprograms 119, and an associated database 121. Alternatively, some or allof server 101 computer executable instructions may be embodied inhardware or firmware (not shown).

Server 101 may operate in a networked environment supporting connectionsto one or more remote computers, such as terminals 141 and 151.Terminals 141 and 151 may be personal computers or servers that includemany or all of the elements described above relative to server 101. Thenetwork connections depicted in FIG. 1 include a local area network(LAN) 125 and a wide area network (WAN) 129, but may also include othernetworks. When used in a LAN networking environment, computer 101 isconnected to LAN 125 through a network interface or adapter 123. Whenused in a WAN networking environment, server 101 may include a modem 127or other means for establishing communications over WAN 129, such asInternet 131. It will be appreciated that the network connections shownare illustrative and other means of establishing a communications linkbetween the computers may be used. The existence of any of variouswell-known protocols such as TCP/IP, Ethernet, FTP, HTTP and the like ispresumed, and the system can be operated in a client-serverconfiguration to permit a user to retrieve web pages from a web-basedserver. Any of various conventional web browsers can be used to displayand manipulate data on web pages.

Additionally, application program 119, which may be used by server 101,may include computer executable instructions for invoking userfunctionality related to communication, such as email, short messageservice (SMS), and voice input and speech recognition applications.

Computing device 101 and/or terminals 141 or 151 may also be mobileterminals including various other components, such as a battery,speaker, and antennas (not shown).

Terminal 151 and/or terminal 141 may be portable devices such as alaptop, cell phone, Blackberry™, or any other suitable device forstoring, transmitting and/or transporting relevant information.

Any information described above in connection with database 121, and anyother suitable information, may be stored in memory 125.

One or more of applications 119 may include one or more algorithms thatmay be used to diagnose faults, analyze data sets, parse electronic logsand/or any other suitable tasks related to end-to-end SSD analysis.

The invention may be operational with numerous other general purpose orspecial purpose computing system environments or configurations.Examples of well known computing systems, environments, and/orconfigurations that may be suitable for use with the invention include,but are not limited to, personal computers, server computers, hand-heldor laptop devices, mobile phones and/or other personal digitalassistants (“PDAs”), multiprocessor systems, microprocessor-basedsystems, set top boxes, programmable consumer electronics, network PCs,minicomputers, mainframe computers, distributed computing environmentsthat include any of the above systems or devices, and the like.

The invention may be described in the general context ofcomputer-executable instructions, such as program modules, beingexecuted by a computer. Generally, program modules include routines,programs, objects, components, data structures, etc. that performparticular tasks or implement particular abstract data types. Theinvention may also be practiced in distributed computing environmentswhere tasks are performed by remote processing devices that are linkedthrough a communications network. In a distributed computingenvironment, program modules may be located in both local and remotecomputer storage media including memory storage devices.

FIG. 2 shows illustrative SSD 200, which may be an ATM. SSD 200 mayinclude customer monitor 202, keypad 204, card reader port 206, documentacceptor 208, item dispenser 210 and security screen 212.

Customer monitor 202 may exchange visual and or audio information with acustomer. Keypad 204 may include alphanumeric keys 214 for the customerto enter numerical and textual data. Keypad 204 may include control keys216. In some embodiments, control keys 216 may be used to communicatecontrol information, such as instructions, to SSD 200. Keypad 204 mayinclude soft keys. Soft keys 218 may have functions that are dictated byprogramming and are presented to the customer using information that maybe displayed on customer monitor 202.

Card reader port 206 may be the front end of any suitable card reader.The card reader may read magnetically encoded information on transactioninstruments such as bank cards. In some embodiments, SSD 200 may includea contactless chip reader, a wireless transceiver or any other suitableinterface for exchanging transaction information with a transactioninstrument. The transaction instrument may be a chip, an RFID tag, asmart card, a PDA, a telephone or any other suitable device.

In some embodiments, SSD 200 may include a biometric sensor (not shown).The biometric sensor may identify a customer based on a feature, such asan anatomical feature, of the customer. For example, the biometricsensor may be configured to identify the customer based on all or partof a face, a fingerprint, an iris, a retina a hand or any other suitableanatomical feature. The biometric sensor may identify the customer basedon a behavioral feature such as a signature, a voice, a gait or anyother suitable behavioral feature.

Document acceptor 208 may accept any suitable documents. For example,document acceptor 208 may accept envelopes, deposit forms, bills, checksor any other suitable documents. In some embodiments, document acceptor208 may feed into a scanner that digitizes the documents for image-basedtransaction processing.

Item dispenser 210 may dispense items. For example, item dispenser 210may dispense bills.

Security screen 212 may visually screen a surveillance device (notshown). The surveillance device may provide video information aboutindividuals that are present near the SSD and the conditions there.

FIG. 3 shows illustrative SSD 300. SSD 300 may have one or more of thefeatures of SSD 200 (shown in FIG. 2). SSD 300 may include housing 302.SSD 300 may include vault 304. Vault 304 may contain items (not shown).Item handling mechanism 306 may be present in vault 304. Item handlingmechanism 306 may store, arrange, dispense and/or otherwise handle itemsfor dispensing from SSD 200. For example, item handling mechanism 306may include conveyors (not shown) for positioning and repositioningitems for dispensing by dispenser 308 through item port 310. Items (notshown) in item handling mechanism 306 may be contained in itemcartridges 312. For example, when the items are bills, item cartridges312 may be cash cartridges.

Item handling mechanism 306 may include item counter 314. Item counter314 may count items prior to dispensing by dispenser 308.

SSD 300 may include LCD display 316 and a keypad (not shown) forcustomer interaction. Card reader 318 may be present for receivingtransaction information from the customer via a suitable transactioninstrument. SSD 300 may include receipt printer and dispenser module320. Receipt printer and dispenser module 320 may provide the customerwith a record of a transaction. CPU 320 may control customer I/O,dispensing processes, which may include initialization, actuation,dispensing and any other suitable processes, receipt printing anddispensing, transaction channel communications and any other suitableprocesses. The transaction channel communications may be performed usingmodem 324, which may be any suitable communication device. Modem 324 maycommunicate with a local or regional network router (not shown). Servicemonitor 326 may be provided for a service technician to exchangeinformation and instructions with CPU 322.

FIG. 4 shows control system 400 for controlling an SSD such as 300(shown in FIG. 3). System 400 is controlled by CPU 402. CPU 402exchanges transaction information with electronic communication networkN via modem 404, which is in communication with router R.

CPU 402 may receive transaction information from a customer via acustomer data exchange module. The customer data exchange module mayinclude one or more of monitor 406, keypad 408, card reader 410 anddeposit acceptor 412. CPU 402 may dispense bills through bill dispenser414.

CPU 402 may exchange service information with service technician dataexchange module 416. Service technician data exchange module 416 mayinclude service monitor interface 418. Service monitor interface 418 mayinterface with service monitor 326 (shown in FIG. 3). Service techniciandata exchange module 416 may include component map memory 420. Componentmap memory 420 may store a map of components of SSD 300. In someembodiments, service technician data exchange module 416 may include acentral processing unit for updating the map. In some embodiments, CPU402 may update the map.

Some embodiments may include electronic inventory management module 422.Electronic inventory management module 422 may include a bar codereader, an RFID reader or any other electronic sensor that is configuredto receive an identification signal from a replacement part. Thereplacement part may include any suitable label, tag or impression thatcan actively or passively transmit the identification signal or apattern that represents the signal.

FIG. 5 shows illustrative transaction information network 500.Transaction information network 500 may include electronic communicationnetwork 502. Network 502 may be in part a LAN or WLAN, a WAN or WLAN orany other suitable network. Network 502 or portions thereof may becabled, wired, optical fibered or wireless.

SSDs such as SSDs 504 may communicate via electronic communicationnetwork 502 with SSD management module 506. SSD management module 506may be a field service management device. SSD management module 506 mayinclude one or more devices shown in FIG. 1. A remote user may use SSDmanagement module 506 to monitor, control, reset, repair and/orintervene in one or more processes of SSDs 504.

FIG. 6 shows illustrative portions of communication system 600 forexchanging transaction information between SSD 602 and financialinstitution transactional platform 604. SSD 602 may be an SSD such as300 (shown in FIG. 3). Transactional platform 604 may be any suitabledevice for settlement and clearing of transactions. For example,platform 604 may be a financial institution mainframe.

Command lines in transactional information from SSD 602 may be executedat line handler protocol layer 606. Device handler 608 may handlerouting decisions based on transactional information requirements forauthorization, settlement, clearance, transactional networks and issuingfinancial institutions. Authorization requests may then be processed byauth-process module 610. Auth-process module 610 may then providetransactional information to host interface 612 for communication withplatform 604.

Supervisory module 614 may receive diagnostic data from line handler606, device handler 608, auth-process module 610, or any other suitablesource. The diagnostic data may be used to manage SSD 602. Thediagnostic data may be provided to a self-service management module suchas 406 (shown in FIG. 4).

Processes in accordance with the principles of the invention may includeone or more features of the process illustrated in FIGS. 7-14. For thesake of illustration, the steps of process illustrated in connectionwith FIGS. 7-14 will be described as being performed by a “system.” The“system” may include one or more of the features of the apparatus thatare shown in FIGS. 1-6 and/or any other suitable device or approach. The“system” may be provided by an entity. The entity may be an individual,an organization or any other suitable entity.

FIG. 7 shows steps of a process in accordance with the principles of theinvention. The process may start at step 701. Step 702 shows loggingdata associated with a predetermined event. In response to thepredetermined event, the process may then query whether the SSD isoperational and in service, as shown in step 704.

If the SSD is non-operational then the process may query whether the SSDhealed itself from its non-operational state, as shown at step 706.

If the SSD is determined to be operational, then the process may furtherquery whether log files indicate that device failure may be imminent, asshown at step 708. If failure is not imminent—i.e., device failure isnot indicated—then the process may terminate at 710.

If failure is imminent, then the system may again query whether the SSDhealed itself from the imminent failure condition. If the SSD healeditself from the imminent failure condition, then the process may loopback to step 702 to log data associated with another event.

If the SSD did not heal itself, then the system may query whether thedevice (which is either non-operational or in danger of imminentfailure) is connected to the network. If the device is not connected tothe network, the system may generate an electronic instruction todispatch a technician.

If the SSD is connected to the network, then a remote technician may beelectronically notified of the event, may electronically connect to theSSD, and may initiate a remote troubleshooting procedure, as shown instep 716.

Following initiation of remote troubleshooting, the system may querywhether the technician can isolate the fault or other issue with theSSD, as shown in step 718. If the remote technician cannot isolate thefault or other issue with the SSD, then an onsite technician may beelectronically notified and dispatched, as shown in step 720.

If the remote technician can isolate the fault or other issue with theSSD, then the system, or the technician, may query whether the fault orissue is associated with software or firmware, as shown at step 722.

Step 728 shows that, if the issue was not associated with software orfirmware, then the remote technician may gather further informationregarding the failed component. Following the gathering of informationregarding the failed component, an onsite technician may be dispatched.Prior to the dispatch of the onsite technician, all the troubleshootingdata and fault identification information may be electronicallytransmitted to the onsite technician, as shown in element 730.

The technician may arrive onsite preferably with a reducedtroubleshooting load because of the data provided to the technician, andreturn the device to operational status, as shown in element 732. Thetechnician may use service data exchange module 418 (shown in FIG. 4) toprovide the component map with replacement part information.

Thereafter, the process may loop back to element 702 following a loggingof data associated with an event.

FIG. 8 shows elements of an illustrative hybrid device/process inaccordance with the principles of the invention. FIG. 8 shows an SSD802. SSD may be an ATM, a self-service kiosk, a cash recycler or anothersuitable SSD (referred to collectively herein as a “SSD”).

The network accessibility 804 of device 802 preferably requires a securenetwork connection and further requires user authentication.

Such accessibility, together with SSD data transmission, may preferablybe used to implement predictive monitoring 806 as well as remotediagnosis 808.

Predictive monitoring 806 leverages the accessibility and data stored onan SSD, or data sent by a data device to a central server, in order tocalculate when a failure is predicted to occur on the device. Failureprediction calculations occur preferably prior to the failure impactinga customer transaction, or interrupting customer transactions.

Remote diagnosis 808 preferably leverages an active component on thedevice, thereby allowing a remote technician to access: 1) SSDmonitoring; 2) SSD PC (computer) monitoring (including monitoring of (a)disc space; (b) memory utilization; and/or (c) any other suitable PCcharacteristic); 3) inventory of the device (including (a) hardwareinventory; (b) software inventory; and/or (c) firmware inventory);and/or 4) overall SSD “health” monitoring including problemidentification). Preferably, the information may be pushed by the SSD orpulled at the request of the operator.

The information obtained from predictive monitoring 806 and remotediagnosis 808 may preferably be leveraged to provide SSD automatedresolution 810, a remote fix 812, and remote assist 814.

SSD automated resolution 810 may be implemented as follows. When an SSDencounters a failure, the device may take automatic action to recover.This may require no on-site human interaction. This capability may berecorded and logged for tracking purposes.

Remote fix 812 may be implemented as follows. When a self-serviceencounters a failure, electronic notification may be provided to aremote technician who initiates communication with the device. Thisindividual has the capability to access information about the device ina secure and audited manner. When the remote technician identifies theroot cause of the issue, he or she is able to restore the device tooperational status.

Remote assist 814 may be implemented as follows. When an SSD encountersa failure, electronic notification may, as above with respect to remotefix 812, be provided to a remote technician. The remote technician maythen initiate communication with the device. If the remote technician isnot able to resolve the issue, the diagnostic information andinformation gathered during troubleshooting may be provided to theonsite technician who is required to go to the location of the SSD. Theinformation provided by the remote technician may then be leveraged toreduce overall troubleshooting time, increase device availability andreduce onsite visits.

Intelligent reporting 816 may include the capability and visibility tosee end-to-end process reporting for components and processes associatedwith SSDs. Intelligent reporting 816 may encompass reporting based onthe component map that may be stored in component map memory 420.

FIG. 9 shows elements of another illustrative hybrid device/process inaccordance with the principles of the invention. Particularly, FIG. 9shows predictive monitoring 902 in greater detail. An SSD 904 preferablyprovides a fault data transmission to centralized self-service datastorage 906. The data may be evaluated by algorithms that identifytrends in SSD data. Such data may be compared to predetermined andpreferably automatically generated control thresholds to determinewhether a failure event is imminent, as shown at element 908. If failureis not imminent, then the process may end and logging data may continue.

If failure is indeed imminent, then the system may query whether thedevice can self heal, as shown at element 912. If the device can selfheal, then the device is fixed and an auto closure ticket may be logged,as shown at element 914.

If the device cannot self heal then the system may query whether theremote technician can implement a remote fix, as shown at 916. If thedevice can be fixed remotely, then the device is fixed remotely and anauto closure ticket is logged.

If the device cannot be fixed remotely then an onsite technician isdispatched with pertinent information to resolve the issues. Thetechnician may use service data exchange module 418 (shown in FIG. 4) toprovide the component map with replacement part information.

FIG. 10 shows elements of still another illustrative hybriddevice/process in accordance with the principles of the invention. FIG.10 relates specifically to SSD automated resolution 1002. When an SSDaccording to the invention encounters a failure, the device may takeautomatic action to recover. This may require no human interaction. Anyimplementation of such automatic action may be recorded and logged fortracking purposes.

SSD 1004 preferably sends a transmission of fault data to centralizedself-service data storage 1006. When a hard down failure is detected,the system may query whether the device can self heal, as shown atelement 1008. If the device can self heal, then the device may be fixedand an auto closure ticket may be logged, as shown at element 1010.

If the device cannot self heal then the system may query whether theremote technician can implement a remote fix, as shown at 1012. If thedevice can be fixed remotely, then the device is fixed remotely and anauto closure ticket is logged, as shown at 1014.

If the device cannot be fixed remotely then an onsite technician isdispatched with pertinent information to resolve the issues, as shown at1016. The technician may use service data exchange module 418 (shown inFIG. 4) to provide the component map with replacement part information.

FIG. 11 shows elements of an additional illustrative hybriddevice/process in accordance with the principles of the invention.Specifically, FIG. 11 shows a detailed flow diagram of devicevisibility/remote analysis 1112.

A device 1102 may transmit fault data via a remote service connection toa remote technician, shown at 1104. The remote technician may evaluatethe information from the device to determine whether a fault hasoccurred, as shown at 1106. If no fault has occurred then the reviewingdata may continue at 1108. If a fault is determined to have occurred,then the remote service technician may, via a secure connection,leverage remote tools to return the device to operational status, asshown at 1110. In some embodiments, information from the component mapmay be used in connection with fault determination. In some embodiments,information from the component map may be used in connection with remoterepair.

FIG. 12 shows elements of one more hybrid device/process in accordancewith the principles of the invention. FIG. 12 focuses on remote assist1202. When an SSD encounters a failure, notification is provided to aremote technician who initiates communication with the device. If thisindividual is not able to resolve the issue, the diagnostic informationand information gathered during troubleshooting is provided to theonsite technician. The onsite technician may go to the location of theSSD. The information provided by the remote technician may then beleveraged to reduce overall troubleshooting down-time and increasedevice availability. The diagnostic information may include informationfrom the component map stored in component map memory 420 (shown in FIG.4). The onsite technician may provide replacement part information tothe component map via service technician data exchange module 416.

The device 1204 may transmit fault data to a remote service technician1206. The technician 1206 may evaluate information from the device anddetermine whether a failure has occurred, as shown at element 1208. Ifno failure occurred, then the process may terminate, at 1210, and reviewof data may continue.

If failure has occurred, then the remote technician may leverage remotetools to return device 1204 to operational status. If the device can beremotely fixed, as shown at 1214, then the technician leverages a remotetool set to return the device to operational status, as shown at 1216.If the device cannot be remotely fixed then necessary information may besent to an onsite technician for a visit to the device. The informationmay reduce the amount of time required for troubleshooting and returnthe device to operational status, as shown at 1218. The onsitetechnician may then restore the device to operational status and close afault ticket, as shown at 1220. The onsite technician may providereplacement part information to the component map via service techniciandata exchange module 416.

FIG. 13 shows illustrative control 1300 for a digital SSD component map.The digital SSD component may be stored, for example, in component mapmemory 420 (shown in FIG. 4). Control 1300 may be displayed, forexample, on service monitor 326 using service monitor interface 418.

Control 1300 may include module list 1302, sub-module list 1304 andinteractive replacement record 1306.

Module list 1302 may include a list of modules that are present in theSSD. The modules may include, for example, a monitor (such as customermonitor 202, shown in FIG. 2), an Encrypting Pin Pad (“EPP,” such askeypad 204, shown in FIG. 2), a card reader (such as that of card readerport 206, shown in FIG. 2), a dispenser (such as item dispenser 210), acurrency acceptor (“BNA,” such as document acceptor 208, shown in FIG.2), a check, a printer (such as receipt printer 320, shown in FIG. 3), apersonal computer core (“PC COR,” such as that associated with CPU 322,shown in FIG. 3) and any other module that may be present in the SSD.

Module list 1302 may be a drop down list that may be operable by aservice technician. After the service technician replaces a part in theSSD, the service technician may select a module from module list 1302that includes the component that was replaced. For example, the servicetechnician may select “CURRENCY ACCEPTOR, PART NO. 56789.”

When “CURRENCY ACCEPTOR, PART NO. 56789” is selected, sub-module list1304 may be displayed. Sub-modules of the currency acceptor module mayinclude, for example, an input, a transport, a cash recognition unit, anescrow, a controller board, a belt, pedals, springs, and any othersuitable sub-module. For example, the service technician may select“CASH RECOGNITION UNIT, PART NO. 5678.”

When “CASH RECOGNITION UNIT, PART NO. 5678” is selected, interactivereplacement record 1306 may be displayed. Interactive replacement record1306 shows old part serial number “123456MQD03192010.” Replacement datecolumn 1308 shows that the old part was installed (and thereforereplaced a previous part) on Feb. 16, 2009. The service technician mayenter, in connection with the replacement part, new part serial number“123456MHHD03192010” in new part information field 1310. The servicetechnician may enter the replacement date in new part information field1310. In some embodiments, the new part replacement date may be enteredautomatically.

The technician may thus update the component map.

In embodiments that include electronic inventory management module 422(shown in FIG. 4), the digital component map may be updated via a barcode, an RFID tag or any other suitable identifier.

FIG. 14 shows illustrative process 1400 for updating a digital componentmap. Process 1400 may begin at step 1402. At step 1402, the system maydisplay a representation of the digital component may on a service dataexchange module (such as 418, shown in FIG. 4). At step 1404, the systemmay receive from a service technician replacement information thatcorresponds to a replacement part that the service technician hasinstalled in the SSD. The system may receive the replacement informationvia a control such as interactive replacement record 1306 (shown in FIG.13) or any other suitable device or control.

At step 1406, the system may revise the digital component map to conformto the replacement. At step 1408, the system may transmit mapinformation to a remote field service management platform such as SSDmanagement module 506, shown in FIG. 5). The map information may includeall or part of the digital component map. For example, the mapinformation may include a complete map, a portion of the map thatincludes only the module or modules for which a replacement part wasinstalled, a portion of the map that includes only the replacementinformation or any other suitable map information.

One of ordinary skill in the art will appreciate that the elements shownand described herein may be performed in other than the recited orderand that one or more elements illustrated may be optional. The methodsof the above-referenced embodiments may involve the use of any suitableelements, elements, computer-executable instructions, orcomputer-readable data structures. In this regard, other embodiments aredisclosed herein as well that can be partially or wholly implemented ona computer-readable medium, for example, by storing computer-executableinstructions or modules or by utilizing computer-readable datastructures.

Thus, an SSD with mechanism(s) for making deposits and for permittingwithdrawals as well as methods for tracking said terminal have beenprovided. Persons skilled in the art will appreciate that the presentinvention can be practiced by other than the described embodiments,which are presented for purposes of illustration rather than oflimitation. The present invention is limited only by the claims thatfollow.

1. A self-service device (“SSD”) comprising: a customer service modulefor performing part of a transaction based on a customer account, thecustomer service module including a component; a component map stored inmachine readable memory, an element of the map corresponding to thecomponent; a central processing unit configured to: control the customerservice module; and revise the map; and a communication module forexchanging transaction information with a financial institution server,the transaction information being based on the transaction.
 2. The SSDof claim 1 further comprising: a customer data entry module for exchangeof the transaction information with a customer; and a service data entrymodule for exchange of service information with a service technician. 3.The SSD of claim 2 wherein: the service information includes replacementinformation; and the central processing unit is further configured torevise the map based on the replacement information.
 4. The SSD of claim1 wherein: the component is one of a plurality of components in the SSD;and the element is one of a plurality of elements in the map, eachelement corresponding to one of the components.
 5. The SSD of claim 4wherein: the customer service module includes submodules; and, in themap, the plurality of elements are logically organized into groups thatcorrespond to the submodules.
 6. The SSD of claim 1 further comprising acode reader that is configured to read an identifier from a replacementcorresponding to the component.
 7. The SSD of claim 6 wherein thecentral processing unit is further configured to revise the map toinclude the replacement.
 8. The SSD of claim 6 wherein the code readeris a bar code reader that is in communication with the map for revisionof the map to include the replacement.
 9. The SSD of claim 6 wherein thecode reader is an RFID reader that is in communication with the map forrevision of the map to include the replacement.
 10. The SSD of claim 6wherein the central processing unit is further configured to transmitmap information to a remote field service management device after themap is revised.
 11. A method for tracking a self-service device (“SSD”)on-board hardware inventory, the method comprising: displaying arepresentation of a digital component map on a service data exchangemodule; receiving replacement information corresponding to a replacementpart for the SSD; and revising the digital component map to include thereplacement part.
 12. The method of claim 11 wherein the receivingcomprises receiving a user selection of an element of the digitalcomponent map, the element corresponding to a component of the SSD. 13.The method of claim 11 wherein the receiving comprises receiving a barcode symbol corresponding to: an element of the digital map; and thereplacement part.
 14. The method of claim 11 wherein the receivingcomprises receiving a radio frequency symbol corresponding to: anelement of the digital map; and the replacement part.
 15. The method ofclaim 11 further comprising transmitting map information to a remotefield service management platform after the revising.
 16. One or morecomputer-readable media storing computer-executable instructions which,when executed by a processor on a computer system, perform a method forservicing a self-service device (“SSD”), the method comprising:displaying a representation of a digital component map on a service dataexchange module; receiving replacement information corresponding to areplacement part for the SSD; and revising the digital component map toinclude the replacement part.
 17. The media of claim 16 wherein, in themethod, the receiving comprises receiving a user selection of an elementof the digital component map, the element corresponding to a componentof the SSD.
 18. The media of claim 16 wherein, in the method, thereceiving comprises receiving a bar code symbol corresponding to: anelement of the digital map; and the replacement part.
 19. The media ofclaim 16 wherein, in the method, the receiving comprises receiving aradio frequency symbol corresponding to: an element of the digital map;and the replacement part.
 20. The media of claim 11 wherein the methodfurther comprises transmitting map information to a remote field servicemanagement platform after the revising.